Customer experience (CX) expert Shep Hyken provides a couple of sayings that resonate with today’s retail environment: “Satisfaction is a rating. Loyalty is a brand,” and “There is a big difference from a satisfied customer and a loyal customer.” Ultimately, satisfaction = good. Brand loyalty = 100 percent better. We all know this is true,…
David Wilkinson
Thanksgiving dinner, jingle bells, gingerbread, New Year celebrations — even amid a pandemic, the “most wonderful time of the year” is fast approaching. And even though social distancing will likely still be in effect, people will still be excited to celebrate and come together, even getting creative about office holiday parties. There are a lot…
The notion of differentiating your retail brand based on price and merchandising is over. Today, winning customers boils down to the experience you provide. Easier said than done. According to a recent study by PwC, one in three consumers said they will walk away from a brand they love after just one bad experience. That’s…
